Responsibilities:
· Administer, configure and develop customized Salesforce and Sprinklr solutions, scripts and configuration files
· Gather business requirements and translate them into scalable CRM/CX solutions.
· Manage CRM enhancements, automation, workflows, integrations and system testing.
· Collaborate with Technology, Product, Data, Operations and vendors on CRM initiatives.
· Identify opportunities to automate manual processes and improve customer journeys.
· Support and continuously optimize self-service solutions to increase the self-service adoption and resolution rates.
· Develop dashboards and reports to monitor Customer Excellence and operational performance.
· Analyze customer and operational data to identify trends and improvement opportunities.
· Contribute to wider Customer Excellence projects and continuous improvement initiatives.
· Manage priorities, timelines and delivery of CRM projects
· Manage CRM user access throughout the employee lifecycle, including onboarding, role/profile assignment, access requirements, changes and offboarding.
Experience & Requirements:
• 5+ years of relevant experience in Salesforce development and scripting, understanding Sprinklr & Salesforce integrations points, tech stack with a technical background.
• Excellent English language skills are required (verbal & written), Arabic is a plus.
• Experience with A/B testing tools and techniques and Google Analytics.
• Excellent MS Office skills (Excel, PPT, Word, Visio, etc.).
• Experience in CRM automation like Salesforce, Sprinklr and API integration testing.
• Strong analytical skills and Big-data intelligence to build a robust reporting system for big operations.
• Excellent attention to detail with strong organizational skills.
• Experience in Customer Support process optimization and working in accordance with the given performance metrics within the function.
Skills Required
- 5+ years of relevant experience in Salesforce development and scripting
- Technical background with understanding of Sprinklr and Salesforce integration points
- Excellent English verbal and written communication skills
- Arabic language skills
- Experience with A/B testing tools and techniques
- Experience with Google Analytics
- Excellent Microsoft Office skills, including Excel, PowerPoint, Word, and Visio
- Experience with CRM automation using Salesforce and Sprinklr
- Experience with API integration testing
- Strong analytical skills and experience building reporting systems for large-scale operations
- Excellent attention to detail and strong organizational skills
- Experience optimizing customer support processes and working with performance metrics
What We Do
MBC GROUP is the largest media company in the Middle East & North Africa region that enriches people’s lives through information, interaction and entertainment. In 2002, nearly a decade after the launch of MBC1 in London, in 1991, MBC GROUP moved its headquarters to Dubai Media City, United Arab Emirates. Today, MBC GROUP includes over 17 leading TV channels: MBC1 (general family entertainment); MBC2 & MBC MAX (24-hour western movies); MBC3 (children’s edutainment with a mix of both local productions and western acquisitions); MBC4 (entertainment for young families with a female-focus); MBC ACTION (an indigenous adrenaline-packed channel targeting young males with local and homegrown productions); MBC VARIETY (Western films and general entertainment with uninterrupted broadcasting); MBC DRAMA (24/7 Arabic drama) & MBC+ DRAMA (a joint pay-TV channel between MBC and OSN); MBC PERSIA (general family entertainment dubbed and subtitled in Farsi); WANASAH (24-hour Arabic music channel); MBC MASR & MBC MASR2 (general family entertainment geared towards the Egyptian family); MBC BOLLYWOOD (delivering the freshest in Bollywood content geared towards the region via an Arabized interface); MBC USA (on “Dish Network” in the US); MBC IRAQ (a premium channel aimed at the entire Iraqi family), MBC5 (new satellite channel dedicated to the Maghreb); all of them benefit from MBC STUDIOS which produces the region’s most compelling premium content for cinema, television and on-demand platforms. MBC GROUP also includes two FM radio stations: MBC FM (Gulf music) and Panorama FM (contemporary Arabic hit music). Furthermore, part of MBC GROUP is Shahid and its premium subscription-based service Shahid VIP, the world’s leading Arabic streaming platform, home to highly rated original productions from the Arab world, a wide range of exclusive movies and premieres, as well as the top watched live Arab TV channels.
